Quick Wins to Get the Most Out of Your WFM System

Workforce management (WFM) systems are powerful tools that save time, improve efficiency, and support your team, but they are not always fully utilized to deliver the best possible results.

To find out how you can be sure to get the most out of your WFM system, we spoke to Dan Smitley, Founder of 2:Three Consulting, for his top advice.

4 Ways to Maximize Your WFM System

Here are four quick wins to help you make the most of your WFM system:

1. Let the System Handle Forecasting

It’s tempting to rely on online Erlang calculators for forecasting (shoutout to Call Centre Helper for their excellent tool), but your WFM system is likely more advanced.

Trust the system to do the heavy lifting for you. By leaning into its forecasting capabilities, you can free up time and benefit from more accurate predictions.

2. Use Your Trainers and Account Managers

Whether you’re setting up your WFM system or are already using it, take advantage of the knowledge your trainers, account managers, and implementers bring.

They’re there to guide you, but they also know best practices. Ask them how your environment could be improved or adapted to work more effectively.

3. Add Flexibility to Schedules

It’s easy to fall into the habit of copying old schedules from Excel or previous systems. Instead, explore how your WFM system can introduce flexibility.

Flexible scheduling can improve agents’ work–life balance, boost morale, and even enhance your service levels.

4. Communicate With Your Operations Teams

Regularly connect with supervisors and agents to understand their challenges. For example, are there issues with inconsistent paid time off (PTO) processes?

Use these insights to see how your WFM system can offer solutions and support operational needs.

By implementing these quick wins, you can unlock the full potential of your WFM system and better support your team and business goals.